Director of Client Services
oddduck marketing groupColumbia (SC)
Director of Client Services
Posted today
oddduck marketing groupColumbia (SC)
SENIORITY
Manager
About the role
Director of Client Services The Director of Client Services owns fulfillment and client outcomes across every OddDuck account: TikTok Shop, Trybe (performance-based UGC), and partnership ads. They lead the pods, set the quality bar, own escalations end to end, and keep clients retained and growing so the founder can stay focused on growth and marketing. Success is measured by retention, delivery quality, and on-time execution. About OddDuckOddDuck Marketing Group LLC is a social commerce agency for consumer brands from 7-9 figures, with clients including David's Bridal, Goodwipes, OCTOBUDDY, and Legendary Foods. We run TikTok Shop growth and creator-led acquisition on platforms like Trybe. We find, coach, and brief performance-based creators so brands get 100+ UGC ads that lower CAC. We have grown fast, client retention is strong, and we are building the delivery layer to match.
Roles & Responsibilities:
- Client delivery and quality. Own the delivery standard for every account. QA client-facing reporting, creator flows, briefs, and deliverables before they go out.
- Pod leadership. Lead two delivery pods of strategists, a junior strategist and, ops support. Run the weekly 1:1s with the team, as well as the daily pod standups, assign accounts to teammembers, manage capacity, and coach or performance-manage when someone is not working out.
- Escalations. First and final escalation point for clients. Resolve the issue, communicate with the client directly, and report to the CEO in the agreed format instead of handing the problem upward.
- Retention and expansion. Track client health on every account, run QBRs for key clients, catch churn risk early, and flag upsell opportunities (for example, TikTok Shop clients into Trybe or partnership ads) to sales.
- Systems and SOPs. Own the fulfillment SOPs for TikTok Shop and Trybe, client onboarding, reporting templates, and daily account checks.
- Talent pipeline. Partner with the CEO on hiring for delivery seats, own onboarding and training for new hires and contractors, and keep a warm bench so a bad hire never leaves a big account uncovered.
- Decision rights. Without CEO sign-off: assign and reassign accounts, bring on or end contractors within the delivery budget, and handle scope changes inside the existing contract. Pricing, new contracts, and full-time hires stay with the CEO.Experience
- 5+ years in agency client delivery, account management, or client success, with at least 2 years leading a team of strategists or account managers.
- Hands-on leadership of creator/UGC programs or social commerce. TikTok Shop experience is a strong plus. They need to fix technical fulfillment issues themselves, not just escalate them.
- Has personally owned client relationships with 8- or 9-figure brands,
- Has built or rebuilt SOPs, QA processes, or reporting templates that a team actually used.
- Obsessive about detail. Catches the wrong number before the client does.
- Comfortable working in Notion, Slack, QuickBooks reporting, and TikTok Shop Seller Center. Compensation Base salary plus performance upside, tied to retention and the delivery KPIs above. Base: $120k-140k. OTE up to $170k with the performance bonus.
Location: Remote, US hours.
Type: Full-time.
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